Who we are:
At Better Life Partners, we provide what it takes to heal from addiction. Wherever. Whenever.
We focus on bringing high-quality, accessible, and value-based effective tech-enabled care to those with Addiction Disorders, especially those in communities for whom traditional care has been found lacking. We provide evidence-based, scalable, holistic healthcare while working alongside community-based organizations to ensure that our care is accessible, non-punitive, and responsive to our communities. We build trusted relationships and healing spaces to nourish Belonging, Love, and Purpose.
Do you have a strong bias for action, relentlessly seeking to assist the customer or the team? Do you possess a strong attention to detail, making sure to check twice? Are you someone who really enjoys talking and communicating with others? Do you thrive working in a dynamic team environment? Do you enjoy a tech-forward culture with multiple ever-evolving systems?
At Better Life Partners, we are revolutionizing the way substance use disorders are treated, and we're looking for highly motivated individuals to join our team as full-time Member Services Associates. As a Remote Member Services Associate, you will play a vital role in providing essential care and support to individuals undergoing treatment for substance use disorders, all from the comfort of your own home.
The role:
As a Member Services Associate, you will play an integral role in the provision of care and services to our members. The Member Services Associate is a critical first line of contact with our members, setting the tone for how our services are experienced and accessed. The role focuses on connecting our members to the appropriate care teams, scheduling appropriate services, answering questions and troubleshooting our members’ telehealth experience in addition to interacting with community partners, pharmacies, and labs. The Member Services Associate helps members navigate the services and teams within BLP and paves the way for members to receive timely services.
To be successful in this role, you have a passion for understanding the needs of others, problem-solving and finding solutions, thrive in a fast-paced, dynamic environment, and succeed at providing excellent customer service. You are flexible, adapt well to change, and most importantly, you are excited about our mission and committed to helping people through a sometimes difficult system.
What you will do:
- Demonstrate and communicate the core values of Better Life Partners; Love, Act, Partner, Advocate, and Grow
- Act as a concierge for our services
- Promptly, professionally, and accurately respond to calls, emails, and text messages
- Coordinate meetings over Zoom between our members and providers or counselors.
- Accurately collect or verify member demographic, insurance, and additional information to ensure the member's profile is accurate and up to date in our proprietary electronic medical record platform
- Quickly identify member needs, clarify information, and transfer member calls to the right department
- Offer assistance and guidance to members in navigating their treatment plan, scheduling and rescheduling appointments, and liaising with clinical staff as needed
- Provide personalized support to members throughout their recovery journey, addressing any questions or concerns with compassion and understanding
- Exhibit cooperation, and flexibility, and provide assistance when interfacing with members, colleagues, and external partners
- Uphold the highest level of discretion and confidentiality when handling member information
- Continuously seek opportunities to enhance the member experience
You are a good fit if you have:
- High school diploma or GED required, some college preferred
- Skills of handling complex inquiries normally obtained through 3 or more years of customer service experience (either via telephone, email and/or text)
- Proven experience working effectively in a remote work environment
- Strong computer literacy with the ability to multitask in a fast-paced environment is required
- Previous experience working with individuals diagnosed with substance use disorders is a plus
- Willingness and eagerness to learn, be flexible, and assist members and colleagues as needed
- Strong interpersonal and communication skills, with the ability to interact effectively with members from diverse backgrounds
- Excellent time management and strong attention to detail
- Exceptionally strong work ethic
- Bilingual ability is a plus but not required
It will also be great if you are a:
- Great listener with a passion for helping others. Delight and act with urgency solving problems for others and anticipating needs, with empathy and compassion for the unique needs of our members
- Team player with an “all hands on deck” attitude
This position is remote but quarterly in-person staff meetings are expected. Candidates must reside in one of the following states:
District of Columbia, Florida, Georgia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Vermont, Virginia, or Connecticut .
Work-from-home requirements:
- Must have internet service with minimum upload/download ability.
- The company will provide equipment (laptop, monitor, keyboard, mouse, and headset) plus a remote work stipend.
- Must have a quiet space to speak to members with minimal background noise.
- Must understand the importance of protected health information and ensure any data/information is not visible to others.
This is a full-time, non-exempt (hourly) position. The starting range for this position is
$21.15 - $25.48 per hour + equity + benefits. The final compensation package is influenced by various factors such as experience, education, degrees earned, market data, and business requirements.
We offer: - A Competitive salary and benefits package including:
- Employee stock options for all full-time employees;
- Health insurance, dental, and vision coverage;
- Paid time off, sick and wellness days;
- Employer-paid life insurance and long-term disability coverage;
- Professional and educational reimbursements;
- Remote work stipend; and
- 401(k) retirement plan with an employer match.
- An environment that will challenge and engage you, supporting you to develop and grow professionally and personally.
- A collaborative and supportive work environment that will value family life, diversity, equity, and inclusion.
- The chance to make a significant positive impact on the lives of the millions of people who otherwise might not have access to life-saving care.
At Better Life Partners, we believe our work directly correlates to the diverse perspectives of our team. Better Life Partners celebrates inclusion and is a committed Equal Opportunity Employer to all qualified applicants, ensuring individuals will not be discriminated against on the basis of race, color, religion, sex, gender identity, sexual orientation, age, national origin, physical or mental disability, marital or parental status, military or veteran status, or any other protected classification. Persons of color, women, LGBTQIA candidates, veterans, and individuals with disabilities are encouraged to apply. Better Life Partners prides itself on being a recovery-friendly workplace.
